To define:
· Service level agreements with the implementation team
· Availability of the project systems (clarify this from the beginning)
· Maintenance windows
Helpdesk for project team
1. Identify the working hours of the project team.
2. Review the project plan for implementation.
3. Define normal operation of the project systems (for example, from 8 am to 6 pm).
4. Identify normal operational activities to be done exclusively by the technical team, such as:
- Offline backups
- Reorganizations
- Software upgrades
- Support packages
- Client copies
- Imports
- Data loads and migrations
- System refreshes
- Data synchronization
5. Specify maintenance windows for operational activities.
Maintenance windows for project systems